Online Customer Interface

BAGAN Richard J. Bagan, Inc.
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Customer Service Manager
Posted August 9, 2018

Candidates will be expected to perform the following duties:

  • Establishes and implements individual and team priorities, performance goals and objectives
  • Provides training and development opportunities for CSR team members and gives honest and open feedback to aid in the development of talent
  • Manages and evaluates individual/team performance and takes appropriate action to meet and/or exceed performance standards
  • Identifies and recommends process improvements that significantly reduce workloads or improve quality across assigned area(s) of responsibility
  • Serves as a resource to team members and internal/external customers on more complex assignments/projects
  • Manages workloads to ensure they are appropriately balanced among team members
  • Builds organizational capability within assigned area(s) of responsibility
  • Manages a team and processes for assigned area(s) of responsibility
  • Manages the processes and administration of customer inquiries, ensuring accurate, fair and efficient call management
  • Provides more complex guidance to CSR team members on customer inquiries and/or concerns
  • Reviews and resolves more complex escalated issues and concerns
  • Escalates issues as needed to upper management
  • Ensures team is appropriately trained to respond to customer inquiries/concerns
  • Designs and implements training plans based on assessment of team and individual needs
  • Ensures that the team maintains customer confidentiality while complying with NDAs etc.
  • Monitors and controls expenses within defined contract budgets
  • Ability to make sound judgments
  • Ability to communicate effectively, both orally and in writing
  • Ability to read, analyze and interpret instructions in written, oral, diagram or schedule form
  • Conscientious and detail oriented
  • Collaborative, must enjoy working with others and being part of a team
  • Customer and "other" focused
  • Self-starter and self-learner
  • Must work well under pressure
  • Good math skills including algebra
  • Superior interpersonal skills. Ability to get along with diverse personalities
  • Computer literate including basic typing and keyboarding skills
  • Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, OneNote)
  • Perform other duties as assigned by the Company Executive Management Team
  • Ability to find common ground and can gain collaboration among management, colleagues and peers; can influence outcomes without directing or commanding
  • Ability to apply problem analysis and decision-making concepts to deal with variables to provide practical solutions
  • Strong project management skills including, critical ability to coordinate and balance multiple projects in a time-sensitive environment, under pressure, and meeting deadlines
  • Ability to speak a second language, Spanish preferred, a plus
Business Acumen
  • Maintains knowledge on current and emerging developments/trends for assigned area(s) or responsibility, assess the impact, and collaborates with management to incorporate new trends and developments in current and future solutions
  • Manages and enhances organizational initiatives by positively influencing and supporting change i.e. management, departmental, enterprise initiatives etc.
  • Undergrad degree or equivalent work experience
  • 5+ years of experience in Customer Services that directly aligns with the specific responsibilities for this position, including 2+ years of managerial, supervisory, and/or demonstrated leadership experience
Salary / Benefits


The position will pay competitively based on experience. Benefits include: medical / dental insurance, 401K, dependent care reimbursement accounts, medical reimbursement accounts, paid holiday / vacation and personal time.

Job Type: Full-time

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A2LA Accredited
A2LA Accredited Calibration
In-Lab / On-Site
ISO/IEC 17025:2017
ANSI/NCSL Z540-1-1994
Certificate 1625.01
ABS Quality Evaluations
ISO 9001:2015 Certified
• Calibration Management
• Repairable Asset Management
• Preventive Maintenance Management
Certificate 34299

NCSL International
NCSLI Member

National Conference of Standards Laboratories International

Calibration / Repair Depot

1280 S. Williams Dr.
Columbia City, IN 46725-0169

Phone: 800.552.5115
Fax: 260.244.4158

Fort Wayne Calibration
Sales Office

7231 Engle Road, Suite 500
Fort Wayne, IN 46804

Phone: 800.552.5115
Fax: 260.244.4158